Customer Experience Tip #936

When you don’t have an answer for your customer, share your plan for finding the answer and include a promise as to when they’ll hear from you next.

CLICK to ENLARGE

Customer Experience Tip #935

Customers want innovation and innovation happens within a culture that fosters and invites imagination. Are you fostering and inviting imagination in the workplace?

CLICK to ENLARGE

Customer Experience Tip #934

According to Gallup research, more than half of all U.S. workers are not engaged in their work. If this is you, then tell someone who might be able to help by guiding you toward a solution. After all, you’re not serving your company (and its customers), and you’re certainly not serving yourself by staying quiet about it.

CLICK to ENLARGE

Customer Experience Tip #933

“Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn’t have customer service. They had might, but they didn’t have customer service, so customer service is everything in the end.” –Richard Branson

CLICK to ENLARGE

Customer Experience Tip #932

Whenever possible (and appropriate), get on a first-name basis with your customers. An easy way to do this is to ask, “Do you prefer I call you John or Mr. Smith?” The customer will almost always give you permission to use their first name.

CLICK to ENLARGE

Customer Experience Tip #931

Do you make the same call over and over again; same “script?” If so, remember to speak s-l-o-w-l-y. Otherwise, the customer may feel like this is your ten-thousandth time saying the same thing … and maybe it is, but that customer should feel the same warmth and connection on call number ten thousand as you may have had for that very first customer on call number one.

CLICK to ENLARGE

Customer Experience Tip #930

Eye contact is underrated – it has the power of validating another human being. Your customers and clients want and deserve to feel validated.

CLICK to ENLARGE

Customer Experience Tip #929

When you’re on the front line, interacting with customers, remember that you hold a tremendous responsibility in that moment as the “face” of your company.

CLICK to ENLARGE

Customer Experience Tip #928

“Your website isn’t the center of your universe. Your Facebook page isn’t the center of your universe. Your mobile app isn’t the center of your universe. The customer is the center of your universe.” –Bruce Ernst

CLICK to ENLARGE

Customer Experience Tip #927

CRMs (Customer Relationship Management) tools are so robust these days, yet few companies are taking advantage of their features. Designate a field for (or simply make a note of) the phonetic spelling of your customers’ names. Customers with hard-to-pronounce (or often-mispronounced) names will be surprised and delighted when everyone at your firm knows exactly how to pronounce their name.

CLICK to ENLARGE